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Bomgar Incorporates Intel Technology to Help Securely Resolve Issues beneath the OS Level

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Bomgar Incorporates Intel Technology to Help Securely Resolve Issues beneath the OS Level

December 05, 2011
By Madhubanti Rudra
TMCnet Contributor

Bomgar (News - Alert), the global provider of secure, enterprise remote support solutions, announced a technological alliance with Intel (News - Alert).  Under the partnership, Bomgar seamlessly integrated the widely-adopted Intel vPro Technology into the Bomgar enterprise remote support solution. The move is intended to enhance service desk efficiency in a significant manner. Bomgar is said to have worked very closely with Intel to achieve this seamless integration.

The alliance with Intel will allow Bomgar to enable IT support professionals to remotely troubleshoot and resolve issues below the operating system level.

Bomgar users can now access devices powered by Intel Core vPro processors to power up or down and reboot PCs, read and update the BIOS and reimage the drive – all from a remote location. The integration of Intel technology eliminates the support personnel’s’ need to make a desk-side visit, as the new Intel vPro-enabled Bomgar solution allows the service desks handle those types of support tickets remotely. 

In a press release, Bomgar further explained that after provisioning its Intel vPro Technology-enabled devices, a support organization simply needs to configure Bomgar to match the settings. Support technicians can then use their centralized Bomgar solution to remotely access and control desktops and laptops at the sub-OS level, even when the devices aren’t turned on.

This is going to reduce end-user downtime by cutting on the numbers of onsite visits by IT service desk professionals. This helps siginificantly reduce travel time and shipping fees, while also decreasing time to resolution. This, ultimately leads to improved technician productivity and customer satisfaction, Bomgar explained in a press release.

“When combined with Intel vPro Technology, the Bomgar remote support solution will enable customers to provide leading edge PC support and business process automation capabilities. The close collaboration with Bomgar is making a big impact for business customers, and we look forward to continued engagements that further enhance remote management capabilities for enterprises,” Intel VP and GM Rick Echevarria maintained in a statement.

In the release, Bomgar announced that the Bomgar remote support solution with Intel vPro capabilities will be available in January 2012.

Earlier this month, Bomgar announced its new and expanded integration with Dell (News - Alert) KACE, the leading provider of systems management appliances. By integrating Bomgar, support and IT organizations using the Dell KACE K1000 Management Appliance can improve service levels, centralize support processes and strengthen compliance, Bomgar said in an earlier release.

Madhubanti Rudra is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell
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